Refund policy

Clear rules for change-of-mind returns, cancellations, delivery damage, faults, exchanges and refunds.

Effective date: 15 August 2026
Issued by Furnible Pty Ltd, an Australian proprietary company. Furnible Pty Ltd is the contracting seller responsible for orders accepted through this website, including fulfilment, customer service, eligible refunds and warranty obligations.

Important: This document must be read together with any product page, quotation, invoice, order confirmation and other Furnible policy expressly incorporated into your purchase. Nothing in this document excludes rights or remedies that cannot lawfully be excluded.

1. Purpose and relationship with your legal rights

This Refund and Returns Policy applies to products purchased directly from Furnible Pty Ltd through our website, an approved quotation or an invoice. It should be read with our Terms of Service, Shipping Policy and Warranty Policy.

Mandatory rights: Nothing in this Policy excludes, restricts or modifies a consumer guarantee, refund right or other remedy that cannot lawfully be excluded. Our 90-Day Happiness Guarantee and three-year limited warranty are additional promises and do not replace statutory rights.

2. Summary of the 90-Day Happiness Guarantee

For eligible standard residential products, you may request a change-of-mind return within 90 calendar days after delivery. To qualify, the product must be unused, unassembled, unmodified, free from damage, odour, staining, pet hair and other signs of use, and returned with all components, instructions and original protective packaging.

An eligible change-of-mind return is subject to a 10% restocking fee. The customer is responsible for approved return freight, handling, insurance and any specialist collection costs. Original shipping charges are non-refundable. Where standard shipping was promoted as free or included in the product price, Furnible may deduct the reasonable actual outbound shipping cost only where that deduction was clearly disclosed before purchase and is lawful in the customer jurisdiction.

The Happiness Guarantee does not apply to faulty, damaged or incorrectly supplied products. Those matters are handled under sections 7 to 11 and any applicable consumer law, without a restocking fee.

3. Eligible change-of-mind returns

A standard product is generally eligible only where all of the following are satisfied:

The request is received within 90 calendar days after recorded delivery;
The product was not made, modified, sourced or upholstered to a customer-selected specification;
The product has not been assembled, installed, used, cleaned, repaired or altered;
The product remains in saleable condition with no damage, wear, marks, odours or contamination;
All components, accessories, hardware, labels and instructions are present;
Original protective packaging and any crate are retained and capable of protecting the product in return transit;
The customer follows our return-authorisation and collection instructions; and
The product is returned from the original delivery country unless we agree otherwise in writing.

We may ask for current photographs or video before authorising collection. Approval to send or collect an item is not final acceptance of the return. Eligibility is confirmed after inspection.

4. Products not returnable for change of mind

Unless we expressly agree otherwise in writing, the following cannot be returned merely because you changed your mind:

Made-to-order, customised, personalised, bespoke or customer-modified furniture;
Products made in a selected size, orientation, configuration, colour, finish, fabric, leather, stone or timber;
Clearance, final-sale, ex-display or discontinued products identified as such before purchase;
Mattresses, bedding, pillows, protectors, textiles and other hygiene-sensitive goods once opened;
Customer-supplied material products and products incorporating a customer design;
Products that have been assembled, installed, used, altered, damaged or inadequately repackaged;
Gift cards, services, design work, travel, factory or showroom access already supplied; and
Commercial, hospitality, trade, wholesale, project or non-domestic orders.

An exclusion from change-of-mind returns does not remove rights relating to a product that is faulty, unsafe, materially different from its agreed description or otherwise covered by mandatory law.

5. How to request a change-of-mind return

Email sales@furnible.com within the applicable period and include your name, order or invoice number, delivery date and reason for the request.
Provide clear current photographs showing the full product, all sides, condition, labels, accessories and retained packaging.
Wait for written return authorisation and the nominated return address or collection instructions.
Repack the product exactly as instructed. Do not send it by an unapproved carrier or to an unapproved address.
Keep collection receipts and tracking information until the return is completed.

Unauthorised returns may be refused, redirected or stored at the sender’s reasonable cost. We will not require an unreasonable return method where another practical method is available.

6. Return transport, risk and inspection

For a voluntary change-of-mind return, risk remains with the customer until the product is received at the authorised facility. The return should be adequately packed and insured for its full value. Furnible is not responsible for new damage caused by inadequate packing or the customer’s selected carrier.

We will inspect the product after receipt. If the product does not meet the eligibility conditions, we will explain the issue and available options. Depending on the circumstances, we may refuse the voluntary return, make a reasonable deduction for loss in value, or arrange redelivery at the customer’s cost. We will not make a deduction that is prohibited by law or unrelated to the actual condition or reasonable handling costs.

7. If an item arrives damaged, incomplete or incorrect

Inspect the packaging before acceptance and note visible damage, missing packages or obvious mishandling on the carrier record where possible. Photograph all sides of the packaging before it is moved or opened. After delivery, inspect every product and component promptly.

For efficient carrier investigation, contact us as soon as reasonably possible. We recommend reporting visible or concealed delivery damage within 48 hours and no later than 7 days after delivery. A late report does not remove a non-excludable right, but delay can make the cause and timing more difficult to establish.

Include:

Your name and order or invoice number;
The delivery date and who accepted the delivery;
A clear explanation of the issue and when it was discovered;
Full-view and close-up photographs of the product;
Photographs of every side of the packaging, crate, labels and visible impact;
The continuous unboxing video described in section 8;
A copy or photograph of any notation made on the delivery record; and
Confirmation that the product and all packaging have been retained.

Do not use, assemble, repair, discard, return or engage a third party to work on an affected product until we provide instructions, unless urgent action is reasonably necessary to prevent injury or further property damage.

8. Continuous unboxing video for transit-damage claims

For any claim that damage occurred during delivery or unboxing, the primary evidence is one continuous, unedited recording of the entire unboxing process. The recording should:

Begin before any strap, seal, carton, crate or protective layer is opened;
Show every side of the sealed packaging and all shipping labels;
Capture the complete opening and removal of protective materials without pauses, cuts or edits;
Show every side of the product and all components immediately after removal; and
Clearly record any damage, shortage or discrepancy before the product is used or moved further than reasonably necessary.

If a complete video is unavailable, provide all other available evidence. We will assess the claim fairly based on the evidence and applicable law. We may decline a voluntary freight remedy where the cause or timing cannot reasonably be verified, but the absence of a video does not by itself remove a statutory right that cannot lawfully be excluded.

9. Faulty products and manufacturing issues

Contact us if a product appears faulty, unsafe, structurally unsound or materially different from the approved specification. We may request photographs, video, measurements, batch information, a technician report or a reasonable opportunity to inspect the product before deciding the appropriate remedy.

The existence of a defect is assessed in context. Natural material variation, normal settling, ordinary wear, minor characteristics inherent in handcrafted production and changes caused by environment or care are not faults by themselves. Our Warranty Policy explains common examples and exclusions.

Where a product fails to meet an applicable guarantee, the available remedy depends on the seriousness and nature of the failure, the law that applies and whether a repair is reasonably available. A remedy may include repair, replacement, replacement parts, re-performance, refund or compensation as required by law.

10. Remedy selection and cooperation

For a minor and repairable problem, Furnible may ordinarily choose to repair the product, provide parts or arrange another reasonable rectification, unless applicable law gives the customer a different choice. For a major failure or where a required repair is not completed within a reasonable time, the customer may have rights to reject the goods, choose a refund or replacement, or obtain other remedies under applicable law.

You must provide reasonable access for inspection, collection or repair and take reasonable steps to prevent further damage. Furnible will not require you to accept repeated ineffective repairs or an unreasonable inconvenience where the law provides a stronger remedy.

11. Return and collection costs for faulty goods

Where Furnible accepts that a product is faulty, damaged in transit, incorrectly supplied or otherwise subject to a legally required remedy, Furnible will bear reasonable return, collection or rectification costs to the extent required by law. For large furniture, we may arrange inspection or collection rather than requiring the customer to transport it.

If an assessment reasonably shows that the issue is not covered and no mandatory remedy applies, we may ask the customer to pay reasonable inspection, call-out, collection or redelivery costs, but only where those possible costs were explained in advance and are lawful.

12. Exchanges

We do not provide an automatic exchange right. An eligible standard product may be returned under the 90-Day Happiness Guarantee and a replacement product may be purchased separately. If we agree to coordinate an exchange, price differences, return freight, new delivery charges and the restocking fee may apply.

Where a replacement is provided as the remedy for a fault, transit damage or incorrect supply, no change-of-mind restocking fee applies to the affected product.

13. Order cancellations

13.1 Before production or procurement begins

For a standard product that has not entered production, procurement, allocation or dispatch, we will ordinarily allow cancellation and refund the amount paid, less any non-refundable third-party charge that was clearly disclosed, actually incurred and lawfully deductible.

13.2 After production, procurement or custom work begins

Made-to-order and custom orders cannot ordinarily be cancelled for change of mind after materials have been ordered, production has started or services have been performed. We may agree to cancel where reasonably possible and may retain or charge a fair amount reflecting completed work, committed materials, unrecoverable supplier costs, payment costs and other actual loss, subject to mandatory law. We will not impose a penalty unrelated to our reasonable loss.

13.3 After dispatch

An order cannot ordinarily be cancelled after dispatch. If it remains eligible for change-of-mind return, the return process applies after delivery. Rerouting, storage, return freight and other actual carrier costs may be payable by the customer.

13.4 Cancellation by Furnible

If we cancel because we cannot supply the order, we will refund the amount paid for the cancelled portion. This does not prevent any additional remedy required by law. If cancellation results from customer fraud, unlawful instructions, non-payment or another serious customer breach, refunds and costs will be handled under the Terms of Service and applicable law.

14. Refund calculations and timing

For an approved change-of-mind return, the refund generally equals the price paid for the returned product, less the 10% restocking fee and any other lawful, previously disclosed deduction. Return freight is paid separately or deducted from the refund if agreed.

For a full refund required because of a product failure, we will not deduct a restocking fee. Shipping and related costs will be handled according to applicable law and the circumstances of the remedy.

Approved refunds are initiated to the original payment method, unless another method is required or agreed, usually within 5 to 10 business days after final approval or return inspection. Banks and payment providers may take additional time to display the funds. If the original method is unavailable, we may require identity and account verification before using an alternative method.

15. Chargebacks and payment disputes

Please contact us first so we can investigate and provide an appropriate remedy. Nothing in this Policy prevents you from using a lawful card, payment-provider, regulatory or court process. You must not knowingly provide false information, seek duplicate recovery or retain both the product and a full refund where you have no legal right to do so.

We may provide the payment provider with relevant order records, approvals, delivery evidence, communications and claim assessments. This clause does not penalise a customer for raising a genuine dispute.

16. Gifts, bundled orders and partial returns

A refund for a gift is ordinarily issued to the original purchaser and original payment method. If a discount depended on buying multiple items, returning part of the bundle may cause the remaining items to be repriced only where this was clearly disclosed and lawful. Any adjustment will not exceed the discount actually attributable to the returned arrangement.

17. How to contact us

Email sales@furnible.com or message +852 800 938 241. Include your name, order or invoice number, delivery date, a concise explanation and the outcome requested.

Do not send products to any address unless we give written authorisation and return instructions.